Dolly.com Refund Policy Explained

Understanding Dolly.com’s refund policy is crucial for customers in situations where a service needs to be cancelled, rescheduled, or if there’s an issue with the quality of the service provided.

While the full, legally binding policy would be found in their official Terms of Service, based on standard practices for on-demand moving and delivery platforms, we can outline the general principles.

Dolly, as an on-demand service, doesn’t typically have “refunds” in the sense of returning money for a product not used or for a recurring subscription you wish to cancel.

Instead, it revolves around the cancellation of a booked service and potential compensation for service failures.

Cancellation Policy for Booked Services

The most common scenario for “refunds” on Dolly relates to cancelling a job you’ve already booked.

The policy usually depends on how much notice you provide.

• Free Cancellation Window: Most on-demand services offer a window during which you can cancel a booked job without any penalty. This might be 24-48 hours before the scheduled service time. If you cancel within this window, you should receive a full refund of any pre-authorized or pre-paid amount.
• Late Cancellation Fees: If you cancel a job close to the scheduled start time (e.g., within 2-4 hours, or after a Helper has been dispatched), Dolly will likely charge a late cancellation fee. This fee is typically put in place to compensate Helpers for their time and effort in preparing for and traveling to the job. The amount of this fee varies and will be stipulated in their terms.
• No-Show Policy: If a customer is a “no-show” and the Helpers arrive at the location but cannot complete the job due to the customer’s absence or unreadiness, the customer will likely be charged the full amount of the service, or a substantial portion thereof, as a compensation for the Helpers’ time.
• Helper Cancellation: If a Helper cancels a job at the last minute or doesn’t show up, Dolly is typically responsible for finding a replacement Helper. If they cannot find a replacement, the customer would not be charged, and any pre-payment would be fully refunded.
• How to Initiate: To cancel, you generally log into your Dolly account on their website or app, navigate to your “My Jobs” or “Bookings” section, select the relevant job, and look for a “Cancel” option. Always ensure you receive a confirmation of cancellation.

Policy for Service Issues and Damages

If an issue arises during the service, such as damage to your items or property, or if the service was not completed as expected, the “refund” policy shifts to a compensation or dispute resolution process.

• Reporting Damages: You should immediately report any damages or issues to Dolly’s customer support, ideally while the Helpers are still on site, or as soon as possible after completion. Provide photographic evidence and detailed descriptions.
• Dolly’s Liability: Dolly’s terms of service will outline their liability for damages. Typically, they have a limited liability policy, meaning they will cover damages up to a certain amount, or they may have insurance that covers the Helpers’ actions. This often differs from full-service moving companies that offer robust valuation coverage.
• Dispute Resolution Process: Dolly’s support team will investigate the claim, which may involve contacting the Helpers involved and reviewing job details. They act as a mediator to facilitate a resolution.
• Partial Refunds or Compensation: Depending on the nature and extent of the issue, Dolly might offer a partial refund for the service, compensation for damaged items (up to their liability limit), or credit for future services.
• No Service, No Charge: If the service could not be completed through no fault of the customer (e.g., Helpers never showed up and no replacement was found), you would generally not be charged, or a full refund would be issued.

Key Considerations for Customers

To best protect yourself and understand the refund process:

• Read the Full Terms of Service: Before booking, especially for larger jobs, take the time to read Dolly’s complete Terms of Service regarding cancellations, damages, and liability.
• Communicate Clearly: Provide accurate details when booking and communicate effectively with your Helpers and Dolly support throughout the process.
• Document Everything: For valuable items, consider taking photos before and after the move. If damage occurs, document it immediately.
• Contact Support Promptly: For any issues, contact Dolly’s customer support as soon as possible. Delays can complicate resolutions.

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